ANALISIS KUALITAS PELAYANAN EKSPOR DENGAN METODE IPA DAN IPGCV PADA PERUSAHAAN PELAYARAN

Abstract

A multionational shipping company with a branch in Surabaya wanted to improve its export service system
to increase its share of the large Indonesia export market but instead the company experienced a decrease
in the number of export containers due to several customer complaints. This study aims to determine which
export service attributes should be prioritized for improvement. The research method used IPA and IPGCV
with five SERVQUAL dimensions through a quantitative approach. SERVQUAL method results show that
the Responsiveness dimension has the largest gap 0.9 indicating that export services do not meet customer
expectations. The average calculation of the conformity level is 81.61%. Important Performance Analysis
(IPA) method revealed five attributes included in Quadrant I, furthermore Index Potential Gain Customer
Value (IPGCV) method revealed the priority order for improvements: first, customer service
responsiveness to customers, second, satisfaction with inland rates, third, sales understanding of customer
business needs, fourth, appropriate scheduling, and fifth, customer service treatment of customers.
Recommendations for improvement include standard operating procedures (SOPs) for providing service
to customer service staff, additional inland transportation facilities, sales representatives with product
knowledge, and increasing human resources during loading and unloading.